Global Support Specialist

li{ font-size: 14px;} p{ font-size: 14px;} Company Overview Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestones best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed. Job Overview Job Summary: The IT Service Desk serves as the central contact point for all IT-related incidents and service requests. The IT Support Specialist is responsible for providing technical assistance and support to end-users across the organization, ensuring customer satisfaction, and maintaining a high level of service delivery. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware and software as needed. This role requires a broad understanding of standard office technologies to effectively address the technical needs of employees and support overall business operations. IT Support staff work in a dynamic, fast-paced environment, delivering support via phone, email, in-person,and self-service channels. Key Responsibilities: Technical Support and Troubleshooting: Respond to and resolve IT support requests from users via phone, email, and ticketing system (ServiceNow). Diagnose and troubleshoot hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals. Document and track issues, ensuring timely resolution and excellent customer service. Hardware and Software Setup & Support: Set up, configure, and maintain computer systems, software applications, and peripheral devices. Fulfil service requests to install, move, add, or change hardware, software, or access requirements by due dates. Install and update software applications, operating systems, and patches. Assist with onboarding new employees, including setting up equipment and creating user accounts. User Account Management: Handle new hire setup, account creation, and termination processes, ensuring seamless access and deprovisioning. Network and Connectivity Support: Assist users with network access, VPN connectivity, and remote access issues. Troubleshoot Wi-Fi and Ethernet connectivity issues for both local and remote users. Escalate complex network issues to the appropriate team or external support if needed. Documentation and Knowledge Sharing: Maintain detailed records of support requests and resolutions in the ticketing system (ServiceNow) Create and update documentation for common issues and support procedures. Provide basic training to end-users on IT best practices, software, and hardware use. IT Asset Management: Track and manage IT assets, including inventory of hardware, software licenses, and peripherals. Assist in the maintenance and replacement of IT equipment as needed. Security and Compliance: Follow security protocols and ensure compliance with IT policies, including data protection and confidentiality. Educate users on security best practices, such as password policies and safe internet use. Other Support of some client engagements Other duties as assigned by manager Qualifications: Education: Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent experience) Experience: 1-3 Years Experience as a Desktop Support Technician Technical Skills: Basic knowledge of IT service management frameworks (e.g., ITIL). Understanding of networking, systems, and general IT infrastructure. Experience with troubleshooting and supporting various IT systems and applications. Proficiency in .